Vice President of Client Success

• We are looking for a hands on VP Client Success focused on turning the company's customer intelligence platform into measurable business impact-from initial engagement through ongoing adoption!
• The Vice President, Client Success owns the client outcomes that matter. This is a hands-on leadership role focused on turning the company's customer intelligence platform into measurable business impact-from initial engagement through ongoing adoption and growth
• You will lead the Client Success team & work closely with Sales, Product, Solutions, Engineering bringing these teams together around a single goal: helping clients get more value, faster. Working directly with senior client stakeholders to identify opportunities, solve complex problems, prove ROI, and turn insights into action
• Beyond individual accounts, the VP, CS will build the systems, processes, and culture needed to scale exceptional client delivery-raising the bar on execution, accountability, and continuous improvement across the organisation
• Client Success & ROI Delivery
• Actively manage relationships with key clients across multiple sectors to ensure satisfaction and retention
• Deliver measurable ROI for clients by embedding the company's technology into their organisations and enabling them to take action on their data
• Serve as a trusted advisor to clients, providing technical vision, thought leadership, and actionable insights
• Facilitate workshops and strategy sessions to align client goals with the company's platform capabilities
• Operational Excellence
• Oversee the execution of client projects from inception to delivery, ensuring timely completion and high-quality outcomes
• Reduce complexity in processes and tasks to increase efficiency and scalability
• Manage ISO27001 compliance by ensuring appropriate access controls over information assets and software tools are implemented
• Monitor performance metrics across teams to identify areas for improvement and drive accountability
• Team Leadership & Development
• Set the vision and strategy for the Client Success team in alignment with organisational goals
• Directly manage CS Directors and Client Partners as well as other team members, providing hands-on guidance and support
• Conduct regular staff reviews to ensure accountability, professional growth, and alignment with company values
• Hire and develop a diverse team of high-performing professionals who embody a client-first mindset
• Sales Enablement & Messaging
• Deliver compelling sales messaging that resonates with clients across industries
• Partner with sales teams to support deal closures by providing technical expertise and strategic insights
• Inspire clients with thought leadership on how AI and analytics can transform their businesses
• Strategic Planning & Execution
• Develop and execute an annual business plan for Client Success that aligns with the company's long-term vision
• Balance short-term priorities with long-term value creation for both clients and the organisation
• Research emerging trends in AI, analytics, and customer intelligence to keep the company at the forefront of innovation
• Culture Building & Collaboration
• Foster a collaborative culture that emphasises innovation, accountability, and continuous improvement
• Act as a resource to unblock challenges faced by team members and enable them to succeed in their roles
• Champion cross-functional initiatives within the organisation
• The VP, CS will be evaluated based on:
• Client Credibility: Ability to build trust with clients through expertise, results-driven execution, and strong interpersonal skills
• Collaboration: Effectiveness in working across cross-functional teams to achieve shared goals
• Hands-On Leadership: Willingness to directly contribute to client success while empowering team members
• Start-Up Experience: Comfort operating in a fast-paced environment with evolving priorities
• Warmth & Approachability: Ability to inspire trust among clients and internal teams through authentic engagement

Benefits

• 26 days + Public Holidays
• Pension Scheme
• Income Protection
• Complimentary Breakfast (when in office)
• Cycle to Work Scheme
• 20 days + 10 Federal Holidays
• Flexible Working
• Hybrid Working Policy
• Personal Development Opportunities
• Mental Health Counselling
• Family Friendly Benefits
• Company Events
• Company Socials
• 401k
• Life Insurance
• Healthcare, Dental and Visual plans
• 401k Safe Harbour
• Short and Long Term Disability Allowance
• 24 days + Public Holidays
• Complimentary Breakfast (when in office)
• Restaurant, Travel & Childcare Scheme

Bachelor's degree in Business Administration, Data Science, or related field; advanced degree preferred (e.g., MBA)Familiarity with ISO27001and/or SOC2 compliance standards is advantageous10-15 years of experience in customer success management or related fields such as account management or analytics deliveryExperience managing enterprise accounts across multiple industries/sectors is highly desirableProblem-Solving Skills: Proactive approach to identifying challenges and implementing effective solutions in real timeTechnical Expertise: Strong foundation in AI, analytics, data-driven decision-making, and customer intelligence platformsOperational Excellence: Ability to balance strategic oversight with hands-on execution of day-to-day responsibilitiesLeadership: Proven ability to lead diverse teams while fostering a collaborative cultureClient-Centric Mindset: Deep understanding of customer needs and ability to deliver tailored solutions that drive measurable resultsThe ideal candidate is passionate about delivering exceptional client experiences while driving tangible business outcomes. They thrive in fast-paced environments where they can combine strategic thinking with hands-on execution. A commitment to fostering an inclusive workplace culture is essential

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